Add expected salary to your profile for insights At GMHBA, every day is a chance to make a real impact on peoples lives. As a not-for-profit health insurer with over 90 years of community roots, we put members and people first. Join us and enjoy a flexible workplace, supportive culture, and a rewarding regional lifestyle. Make your career meaningful with GMHBA. Lead the Future of Member Experience Our members are the reason we exist. Were seeking a Member Experience Manager who will inspire people, transform service, and shape the future of how we connect with our community. This is your opportunity to make a lasting difference on members, on your team, and on the future of service at GMHBA. Youll be joining at a pivotal time in our transformation journey. With new digital platforms such as Genesys Cloud and Dynamics 365 CRM , were reimagining how we serve members delivering faster, simpler, more personalised experiences. At the same time, were investing in our people, strengthening capability, and embedding a culture of continuous improvement. Why This Role Matters Reporting to the Head of Experience Member Services , youll lead both strategy and day-to-day operations across our omni-channel contact centre. Youll be at the heart of service excellence ensuring that every member interaction builds trust, strengthens connection, and reflects our values. This is a true leadership role : one that demands vision, influence, and the ability to deliver results in a complex, fast-changing environment. Youll balance operational discipline with innovation, guiding your team through transformation while never losing sight of what matters most improving the lives of our members. What Youll Do Set the Vision Lead and deliver bold strategies that raise the bar for service, efficiency, and unforgettable member experiences. Transform Operations Harness cutting-edge platforms ( Genesys Cloud, Dynamics 365 CRM ) to innovate, simplify, and unlock new value. Inspire & Lead Empower and energise 6 direct reports and a 60+ strong team, creating a high-performance culture built on trust, recognition, and growth. Champion Trust Drive gold-standard complaint resolution, compliance, and operational risk management, ensuring confidence in every interaction. Drive Continuous Improvement Translate insights and root cause analysis into smarter solutions that enhance service, reduce cost, and lift member satisfaction. Collaborate & Influence Partner with leaders, regulators, and stakeholders to deliver on our promise of service excellence. Develop Talent Build bench strength and prepare the next generation of leaders by coaching, mentoring, and creating career opportunities for your team. What You Bring 8+ years leading large contact centre or member experience teams. A proven ability to deliver transformation, manage change, and create measurable value. Strong leadership skills with a track record of coaching, engagement, and high-performance outcomes. Strategic agility and the ability to simplify complexity for diverse audiences. A collaborative, authentic leadership style that inspires trust and commitment. A passion for delivering outstanding service in a values-led, community-focused organisation. Why Youll Love Working With Us Purpose that Matters Every decision you make impacts members health and wellbeing. A Culture of Care Be supported by a people-first, inclusive, and collaborative team. Regional Lifestyle, Modern Flexibility Work in Geelong, thrive in a regional community, and enjoy flexible working arrangements that support balance. Growth & Opportunity Be part of a transformation thats reshaping the future of private health insurance, with opportunities to stretch, learn, and grow your career. This is more than a management role. Its your chance to leave a legacy shaping the future of member experience at one of Australias most respected regional health insurers. If you believe youd be a great fit but dont quite tick every box, we still want to hear from you. Submit your application online today. Applications close on Saturday, 11th October 2025. We are committed to building a diverse and inclusive workplace where everyone feels respected, valued, and empowered to be their authentic selves. We actively welcome and encourage applications from people of all backgrounds, identities, and experiences. #J-18808-Ljbffr
Job Title
Member Experience Manager